V2 Rubric Detail — 13227134-73f5-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 19:59
Duration
35m 4s
Contact
Markus Widger
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135124
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership2.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall44.4% (-1.6)

V2 Grader Summary

The agent performed limited troubleshooting (checking lights, firmware, speed test) but omitted essential steps such as power-cycling the modem/router and deeper router diagnostics. The issue was not resolved; the agent redirected the customer to the ISP/TV without escalation or a clear follow-up plan, showed little empathy, and required the customer to repeat information, resulting in a partial resolution outcome.

V1 Case Analysis

Customer reports nightly Wi-Fi outages requiring ISP modem reboot. Agent verified firmware, node LEDs (all solid blue), signal strength (~60 dBm), and speed test (~550 Mbps) via phone. Did not check WAN status, reboot router, or collect model/serial. Concluded TV issue and created ticket LTS00135124. Issue unresolved.

Troubleshooting Steps
  • Confirmed all mesh nodes show solid blue LEDs
  • Verified firmware version via Linksys app
  • Checked signal strength of connected nodes (~60 dBm)
  • Ran speed test on customer's iPhone (result ~550 Mbps)
  • Tested Wi-Fi connection on a second phone (connected successfully)
Key Observations
  • Agent never verified the router's WAN connection status or performed a power cycle/reboot, which are required first steps per KB (universal_escalation_guide.md, universal_isp_modem_diagnostics.md).
  • No model number, serial number, or warranty status was collected despite the issue being hardware/network-related, violating protocol.
  • Agent incorrectly attributed the issue to the TV without evidence, despite the customer reporting a pattern requiring modem reboots, which suggests a WAN or ISP-side issue.
  • Speed test was conducted while the customer reported the internet was down, contradicting the symptom and indicating poor timing or misunderstanding of the issue trigger.
  • Call lacked empathy and clear summarization of next steps; ended with vague advice and a ticket number.
Positive Highlights
  • Confirmed all mesh nodes were showing solid blue LEDs, correctly interpreting LED status per KB.
  • Verified firmware was up-to-date via the Linksys app, aligning with KB best practices.
  • Successfully guided customer to run a speed test and interpret results, confirming Wi-Fi performance when active.
  • Tested connectivity on a second device (another phone), helping isolate the issue from a single client device.
  • Provided ticket number (LTS00135124) and confirmed it with the customer, ensuring case traceability.
Agent Errors / Gaps
  • Failed to check WAN connection status or perform a router reboot, violating Step 1 in universal_escalation_guide.md and universal_isp_modem_diagnostics.md.
  • Did not collect product model/serial number or warranty information, a critical protocol failure for hardware troubleshooting.
  • Provided unsupported conclusion that the TV was at fault without diagnostic evidence, deflecting responsibility incorrectly.
  • Conducted a speed test when the customer explicitly stated the internet was down, indicating poor situational awareness.
  • Failed to acknowledge customer frustration over 12 nights of recurring outages, missing Angry Customer Protocol trigger.
  • Did not offer a clear escalation path or next steps beyond creating a ticket and suggesting TV support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded 'I don't see a problem in your Linksys router' and redirected customer to ISP/TV without resolving nightly disconnections.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent checked firmware, node lights, and ran speed test but skipped power-cycling modem/router and Ethernet testing per universal_escalation_guide.md Step 1.
R3 Partially Met Correct resolution path conf 85%
Agent ruled out router issues but did not offer further troubleshooting or escalation despite persistent outages, misaligning with OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply logical diagnostic process: skipped 'Try These Fixes First' (reboot modem/router, test speed via Ethernet) before concluding router was not the problem.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used Linksys app and speedtest.net appropriately but did not attempt remote diagnostics, log review, or direct router login to assess connection stability.
T3 Met No misinformation conf 95%
All technical statements (firmware up-to-date, phone prioritizes Wi-Fi) are factually correct and consistent with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent greeted caller and asked for email but call contained long silences, unclear transitions, and no explicit framing of next steps.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not consistently confirm understanding and often spoke over the caller.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent created a ticket but handed problem back to ISP/TV without taking further ownership or effort to diagnose router-side issue.
O2 Partially Met Proactive follow-through conf 85%
Agent provided ticket number and suggested calling Spectrum again but did not set clear timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; this appears to be first interaction for this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to escalate after validating router-side indicators (firmware, lights, speed test) showing no router problem.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation performed and none was warranted based on observed router performance and speed test results.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer's frustration or repeated attempts ('12 nights in a row'), offering no empathy.
X2 Not Met Tone & rapport conf 90%
Agent maintained a scripted, detached tone and did not adjust pace or style to caller's evident irritation.
X3 Not Met Overall experience conf 90%
Customer had to repeat information, run their own speed test, and was told to call ISP again, indicating high effort on customer's side.
Call Transcript51 turns · 55 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid super please have your device's serial number and contact information ready, if unavailable kindly callback later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
This message has been transcribed. One moment while I know hello hello I called it earlier. Um my
06:00
Speaker 2
Thank you for calling L.C. My name's Gerald, how can i help? Yes, hello I Yeah, how can i help?
06:00
Speaker 1
WI-FI keeps going out. I purchased your system in March, end of March, and so the last 12 nights, I go to try to stream and and there's no no wifi. Internet's not working. I had my internet provider come out and they'd, they replaced their modem and they basically said anyway that you need to call their to have them reset their end. And I called one of your colleagues this morning and they, but I wasn't home and they said I needed to call back to reset when I'm home. [silence] I was. Pardon me? They didn't give me a ticket number. Mark, mark.nardella@outlook.com M A R K.n a is Nancy A R D E L L A.com outlook.com. [silence]
07:00
Speaker 2
do you have a ticket number? What's your email? Maybe I can try to pull up your record using your email. What's your email? How to spell that after the mark? I'll read it back to you. So it's M-A-R-K dot N-A-R-D-E-L-L-A-N-D. What's after that? All right. Let me look.
08:00
Speaker 1
And we took down my cell phone, too. Pardon me. What color but the blue? [silence]
09:00
Speaker 2
What's the light of the battery right now? What it's the light of your Linksys battery yeah all of them
09:00
Speaker 1
uh, I can go check. You want me to go check? Yes, they're all blue. All three of them. A computer. I don't. They didn't tell me. They didn't tell me I needed to do that. Um...
10:00
Speaker 2
Do you have a computer that we can use? Yeah. laptop or desktop, or iPad, yeah, we're gonna do the troubleshoot. so yes, they might need that. [silence]
10:00
Speaker 1
Yes, they didn't tell me that. I'd have to call my wife. what device? I don't I have my phone. iphone Uh, the only thing I've done is turn hit the reset button and unplugged it a number of times.
11:00
Speaker 2
Is that O. K.? Well, what device you have there? We'll give it a try using, yeah, is it a phone, iPad or what you have there? We'll give it a try using your phone. Is it iPhone or Android? O. K.? O. K.? What troubleshooting have we done so far?
11:00
Speaker 1
know the man one. uh, let's see. I think I do yes. Let me okay I'm in. what what do you need? yes. go to which network admin
12:00
Speaker 2
Okay, do you have the Linksys app installed on your phone? Log in to your Linksys app and let me know once you're logged in. You see the three lines at the top left? Press that and then go to... Let's go to network admin, for now. Network admin. Network admin. Yeah. [silence]
12:00
Speaker 1
Okay. Yep. Got it. Okay. [silence] Yeah. The server [silence] firmware version. 117. 210469. 11 [silence] 210.469 [silence]
13:00
Speaker 2
firmware version checking all right what about the two extender nodes firmware
13:00
Speaker 1
hangy Fiction? The my router [silence] signals connected to router signal strength is 60 dbm
14:00
Speaker 2
Got it. The extender one. Where's that connected? Is it connected to the main tower or the secondary tower? [silence] So you have [silence] no, the the child node 1, where's that connected to? Press the name of the child node 1 and check the signals trend and where it's connected to and tell me what is it. [silence]
14:00
Speaker 1
56 TBM child node one. It's connected to. [silence] I don't know. [silence] I mean, every night I go to try to watch stream or program, no internet. I have to call Spectrum and they have to reboot. 12 nights in a row.
15:00
Speaker 2
what about the child node too the signal is great why is it dropping that's weird when did a spectrum change the modem
15:00
Speaker 1
they changed it like four days ago didn't have it. didn't work, didn't do anything. same thing. it was doing it before, was doing it, it came out because of the same problem and it didn't fix it. sorry. last night. yeah, last night. it's done it every night for 12 nights in a row. I mean, I don't know what when it drops the connection, but when we go to stream it's gone, it's not there. it could be the previous night, morning.
16:00
Speaker 2
[silence]Uh, uh, uh. Did it drop out? Did you still lose out? Was it last what time it happens. connection. [silence]
16:00
Speaker 1
[silence]
17:00
Speaker 2
All right, so if you're doing streaming now, is it working fine or is it buffered? [silence] What about your phone? Is your phone working right now? Connected to Wi-Fi?
17:00
Speaker 1
Wi-Fi or or cell service? I I don't I don't see one. Okay. Yep. I I got it. It's connected. Yeah.
18:00
Speaker 2
do you see a Wi-Fi symbol in your phone? If it's a Wi-Fi, then it's definitely connected to Wi-Fi. Okay, let's go to your phone settings. All right, let's connect. Let's go to your phone settings. Go to Wi-Fi settings. Then find your home network Wi-Fi. Is it connected or you're trying to connect? So it is connected to Wi-Fi then. Uh, can you pull up a website? Just send a website.
18:00
Speaker 1
I don't. I don't. I don't have any other devices. We're not a big tech house. Well, let me check if I, uh. Well, I don't know if I, uh, if if I'm using the Wi-Fi or the cell service.
19:00
Speaker 2
It's working. Do you have other devices there that we can try on? right. Uh, is it... hmm, one second. I'm trying to figure out a problem. Because your phone works fine. Signals great. Firmware is up to date. Hmm. Now, if you are connected to your Wi-Fi, your phone will always prioritize the Wi-Fi connection if your Wi-Fi has internet connection. You, you can turn off your cell service if you want to verify that.
19:00
Speaker 1
What if I lose you? All right, here we go. Here we go. All right, guess. It turned off the cell service. I guess we're still connected. Let me see. Let me go see if the streaming will work again. Only there was a connectivity problem. Let's see if there is.
20:00
Speaker 2
Let- I can call back. I got your number right here. Ending five two nine three. Okay. And we're still connected. Right, sure.
20:00
Speaker 1
[silence] Huh. [silence] Come on, man. Huh. Shh, come on. [silence] I'm trying to find something that doesn't require a subscribe thing. Come on, you [piece of]. Let's see if I can [silence] I'm a [silence] The phone would be [silence] I'm on the phone with the Wi-Fi people. trying to get my Wi-Fi fixed. Sorry. [silence] Nothing yet. I mean, it's just a smart TV. It's actually a smart TV. It's not very smart. and it's not coming in yet. So it's probably gonna tell me it's, yeah, something went wrong. Please try again later.
21:00
Speaker 2
Okay.
23:00
Speaker 1
So now it doesn't work. Saying like uh 86, 87, 88, 90. uh let me go out where the uh where the. [silence]
24:00
Speaker 2
Can you run a speed test using your phone? Go to speedtest.net.
24:00
Speaker 1
I'll do it again where I'm trying to strain. Speed test. It's actually better out here. like one 40, 145. download download, yeah. saying download MPS. I didn't get I didn't pardon me.
25:00
Speaker 2
[silence]
25:00
Speaker 1
Speaker 1:
26:00
Speaker 2
Because if 400 is your subscription speed, then you're getting the right Wi-Fi speed. I mean, getting 1149
26:00
Speaker 1
Actually the main one is 72. Oh, here we are. No, it's 400, 460, 400, it's 540, 550, 557. really? Okay. I guess I'll call them. I guess I'll call them again. Is that what you think I should do? Yeah. Okay. [silence]
27:00
Speaker 2
we need to isolate the problem because so far I don't see a problem in your Linksys router. You're getting the right speed, firmware up-to-date. Your phone is working. I don't see the problem in your Linksys router for now. Everything seems to be working fine. So if you sorry. You mean your internet provider? I think it's more like the television, probably the software is not updated. You need to update it or something. No, I'm not expert with that. So you can correct me. I'm expert with routers though. Um how do we do
28:00
Speaker 1
uh somebody else's phone probably most likely is what uh is a tv oh um
29:00
Speaker 2
You have a laptop? I mean, you don't have that. Uh, any available device that we can use to test the internet? Aside from your phone? Yeah, that's yeah, that's okay. If you you can test that phone and it's working, all-problem most likely is the TV, if that's okay. Probably the problem is the television. If that yeah, probably. If all devices are working fine and the television is not not working, I think it's probably television.
29:00
Speaker 1
Okay. Um, can you try to connect to the Wi-Fi in here? Have you ever connected to this Wi-Fi? All right. Let's see. I've got somebody here that's going to try to connect to your Wi-Fi. There's your house right there. Yup. So I'll try to connect to that. Uh, BUST 4421. Looks like it's done. Looks like it connected. Well, yeah, it's connected. Right? Did you get that? [silence]
30:00
Speaker 2
circulatory dog is it working fine or is there's a problem buffering drop [ silence ]
30:00
Speaker 1
no. well, if it's, the networks is spent, no, it looks like it's good, right? yeah, it comes back a little bit. Find where it's meant. see if there's starts again. see, if it's spinning, does that mean it's looking for another network or does that mean it's not? It's not doing well. No, like, mine's spinning right now. Hers is intermittently spins. So you're sure Intermittently. It's on same thing mine's going. Yeah, her networks is spinning. So does mine. but it's got a check mark. the, the second one.
31:00
Speaker 2
It's spinning. Is it when you try to enter—when—when you try the password, or when you go to a website? [silence] Which node is the closest to your phone, right now?
31:00
Speaker 1
about three, four feet. four feet or two feet away. Right next to it. It's spinning again right next to it. I think I could open a website. Can you open a website? I just opened them. Can you open Pandora with that? Yeah, she just opened Pandora. Hey, Book. Yeah, I just booked, TV for. This will work out.
32:00
Speaker 2
[silence] How far are you from the [silence] Give me a distance. Estimated [silence] Should be fine. [silence] And you can't open a website? [silence] Is it spinning? [silence] Okay, so Wi-Fi is good. Internet working fine. [silence] So it's only just the television can't connect to the Wi-Fi or is your television connected to Wi-Fi while [silence] Yeah the Wi-Fi's fine because when I checked my iPhone, the Wi-Fi's fine. It's just the television again can't connect to the Wi-Fi.
32:00
Speaker 1
Well, it only work it doesn't work until they reboot until I reboot with uh with spectrum. Oh you know what I mean? All right, I'm going to give Spectum another call. Okay? Yeah, thanks. Sure, hold on.
33:00
Speaker 2
Right. But not working. [silence] Oh I understand. Normally, if you're - If the spectator modem not working, your links, you will see a red light in your linksista rudder. Because that's reliant to your modem. Okay. So how about this? Let me give you a ticket number. Would you like to get your ticket number? Okay. So you
33:00
Speaker 1
[silence] Yes. LTS 00. Okay. What do I need that for? If I call back? [silence] Okay, thank you. All right. Thanks, bye.
34:00
Speaker 2
Your ticket number, okay, you're ready? Okay, so that is L as in Larry, T as in Tom, S as in Sam, 00135124. That is your ticket number. Yeah, if you call back, you do need to repeat yourself on what we have done and I gather some details right here. It will help us troubleshoot if there's really a problem with the router, but so far, I don't really see a problem with your router. Maybe for now. Bye bye. [silence]
34:00